|Learn to bend the rules|
Customer service rules: social media requires a faster response time
Customer service is often about excelling in the the delivery of rigid processes following a well defined set of rules and procedures. Developed over many years through the accumulated work of thousands of senior executives, this approach certainly appears rock solid and unbreakable. However, leaning on the experience and wisdom of the older generations, we are convinced that a little flexibility has some good. This is especially true given that the development of social media channels has dramatically raised the expectations of customers in terms of customer service. Indeed, many customers now expect a response within the hour, if not within 30 minutes. In order to ensure customer satisfaction and deliver against the very demanding expectations of your customers, should you not try to widen your employees' customer service skills by teaching them how to bend the rules?